Branch Manager – Central Region

Role Overview

This position leads a full-service banking branch as its senior manager, owning both the commercial results and the operational health of the location. On a daily basis, you move between business development conversations, customer issue resolution, staff supervision, and compliance checks, using market insight to steer the branch toward greater profitability. Your leadership determines whether the branch wins new clients, grows lending and deposits, and meets the regulatory standards that protect the bank's license and reputation.

Key Responsibilities

• Develop and implement a branch business plan that aligns with the bank's broader retail strategy, including setting budgets, monitoring costs, and adjusting tactics when performance falls short.
• Own the branch's full product portfolio, driving growth in assets and liabilities, increasing fee and commission income, and expanding the customer base through strategic prospecting and cross-selling.
• Analyze local market conditions, consumer trends, and competitor offers to position the branch effectively and brief product teams on client needs and new solution opportunities.
• Build a differentiated customer experience by tracking satisfaction, effort, engagement, and net promoter scores, promptly handling escalations, and coaching staff to deliver service that encourages referrals.
• Manage branch operations end-to-end: secure opening and closing, adequate cash reserves, physical security, equipment functionality, and adherence to KYC/AML, health and safety, and central bank guidelines.
• Supervise, train, and develop branch staff by setting performance objectives, holding regular meetings, conducting appraisals, identifying talent paths, and maintaining a productive, disciplined work environment.
• Act as the accountable risk owner for the branch, ensuring all audit findings are fixed, lending complies with credit policy and the Banking Act, and staff follow approved procedures and controls.

Requirements & Qualifications

• University degree in business administration, finance, or a related discipline; a master's degree or AKIB Diploma in Banking is an added advantage.
• At least 8 years in a banking environment with significant exposure to retail or branch operations, credit management, and business development, including 4 years in a management role.
• Deep understanding of retail banking and SME products, services, and processes, plus awareness of the local competitive landscape and how to position offerings for success.
• Strong knowledge of the Central Bank of Kenya regulatory framework, banking legislation, and compliance expectations relevant to lending and customer protection.
• Proven leadership and people management abilities, including motivating teams, managing performance and grievances, and creating succession plans.
• Excellent communication, relationship-building, and stakeholder engagement skills with the confidence to represent the branch externally to clients and business partners.
• Solid analytical, problem-solving, and financial acumen to manage budgets, assess credit risk, optimize operational costs, and make sound managerial decisions.